We fully understand the challenges involved with implementing change, particularly when it comes to new technology and new channels.

Our technical and contact centre specialists work closely with all stakeholders to plan, customise and deploy the solution that best meets your customer experience vision and operational regulatory requirements.

During and after deployment our support teams work closely with your staff to ensure they are productive as quickly as possible.

Our support team is always there to help, whenever you need them. We don’t just help to fix problems – we’re there with you to provide advice, training, and suggestions to help your contact centre grow and improve.

Improve your customer experience and satisfaction

Reducing customer frustration and making it easy and quick to get the answers they need increases customer satisfaction and reduces customer churn. Developing a customer experience strategy starts with your vision of the right customer experience. This vision will define the optimal operating model, as well as the high-priority activities to focus on.

Keep customers informed of waiting times and offer a call back service or self-service options. You can also monitor abandoned call rates in real time and take appropriate resourcing action if required.

Outages and natural disasters can wreak havoc on customer satisfaction. The ability to rapidly scale to handle spikes in call volumes, and to proactively provide multi channel service updates, will help you appear accessible and responsive when your customers most need it.

CASE STUDY – AUSTRALIAN ENERGY COMPANY

After conducting research into the options available, a leading Australian Energy company chose Premier Contact Point as the best solution to meet their current and future needs. Here’s a synopis of the story.

(NOTE: To respect our customers’ privacy, we don’t reveal company names on this website.)

KEY ISSUES AND REQUIREMENTS

Using an aged system

Needed a system that could easily scale as their business grows

Require a best-in-class blended solution

System integration requirements include workforce management and Oracle billing

Important to achieve streamlined service delivery across multiple telecommunication services

The combination of answering machine detection and our industry-leading predictive dialler, signficantly increase agent talk time so they spend all their time talking to prospects and don’t waste time manually dialling and listening to busy tones.